Work coaches use their knowledge of claimants to decide what support a claimant might benefit from and whether to refer people onto particular schemes. However, the Department is not able to use this information when planning the scale of support it needs to provide because it is not always recorded on the system, and when it is recorded this is as free-text notes on a person’s benefit claim rather than something that can be easily aggregated and used to predict demand.13 Work coaches would know, for example, if claimants had English as a second language and so might benefit from language support as part of Restart. However, while the Department told us that it had learnt from providers that around 45% of recent Restart participants in some areas had English as a second language, it could not confirm whether such information was available from its own systems.14 This presumably makes it harder for providers to plan that provision. The Department also did not run any trials to assess the number of claimants that work coaches would find suitable for Restart but said it was a “genuinely important challenge” about “whether we [the Department] could have done more to test the assumptions”.15